Evaluating Quality of Chatbots and Intelligent Conversational Agents

TL;DR

This paper reviews the current state of chatbot quality, discusses assessment approaches, and proposes a new evaluation method using the Analytic Hierarchy Process to improve chatbot development.

Contribution

It provides a comprehensive literature review on chatbot quality attributes and introduces a novel quality assessment method based on AHP.

Findings

Identified key quality attributes for chatbots

Reviewed existing quality assessment approaches

Proposed a new AHP-based evaluation method

Abstract

Chatbots are one class of intelligent, conversational software agents activated by natural language input (which can be in the form of text, voice, or both). They provide conversational output in response, and if commanded, can sometimes also execute tasks. Although chatbot technologies have existed since the 1960s and have influenced user interface development in games since the early 1980s, chatbots are now easier to train and implement. This is due to plentiful open source code, widely available development platforms, and implementation options via Software as a Service (SaaS). In addition to enhancing customer experiences and supporting learning, chatbots can also be used to engineer social harm - that is, to spread rumors and misinformation, or attack people for posting their thoughts and opinions online. This paper presents a literature review of quality issues and attributes as they relate to the contemporary issue of chatbot development and implementation. Finally, quality assessment approaches are reviewed, and a quality assessment method based on these attributes and the Analytic Hierarchy Process (AHP) is proposed and examined.